Service management : an integrated approach to supply chain management and operations /
Haksever, Cengiz.
Service management : an integrated approach to supply chain management and operations / Cengiz Haksever, Barry Render. - xxii, 485 pages : illustrations ; 24 cm
Includes bibliographical references and index.
Preface -- Understanding services -- The important role services play in an economy -- The nature of services and service encounters -- Customers: the focus of service management -- Globalization of services -- Service strategy and competitiveness -- Ethical challenges in service management -- Building the service system -- Technology and its impact on services and their management -- Design and development of services and service delivery systems -- Supply chains in services and their management -- Locating facilities and designing their layout -- Operating the service system -- Managing demand and supply in services -- Supplement queuing and simulation -- Service quality and continuous improvement -- Supplement tools and techniques of total quality management -- Service productivity and measurement of performance -- Management of public and private nonprofit service organizations -- Tools and techniques for managing service operations -- Forecasting demand for services -- Vehicle routing and scheduling -- Project management -- Linear and goal programming applications for services -- Service inventory systems -- Appendix areas under the standard normal curve.
9780133088779 (hardcover : alk. paper) 0133088774 (hardcover : alk. paper) 9780133088854 0133088855
2013001438
Service industries--Management.
Business logistics.
HD9980.5 / .H345 2013
658 HAK 2013
Service management : an integrated approach to supply chain management and operations / Cengiz Haksever, Barry Render. - xxii, 485 pages : illustrations ; 24 cm
Includes bibliographical references and index.
Preface -- Understanding services -- The important role services play in an economy -- The nature of services and service encounters -- Customers: the focus of service management -- Globalization of services -- Service strategy and competitiveness -- Ethical challenges in service management -- Building the service system -- Technology and its impact on services and their management -- Design and development of services and service delivery systems -- Supply chains in services and their management -- Locating facilities and designing their layout -- Operating the service system -- Managing demand and supply in services -- Supplement queuing and simulation -- Service quality and continuous improvement -- Supplement tools and techniques of total quality management -- Service productivity and measurement of performance -- Management of public and private nonprofit service organizations -- Tools and techniques for managing service operations -- Forecasting demand for services -- Vehicle routing and scheduling -- Project management -- Linear and goal programming applications for services -- Service inventory systems -- Appendix areas under the standard normal curve.
9780133088779 (hardcover : alk. paper) 0133088774 (hardcover : alk. paper) 9780133088854 0133088855
2013001438
Service industries--Management.
Business logistics.
HD9980.5 / .H345 2013
658 HAK 2013